JOB APPLICATION PACK. Customer Experience Manager. Department: Property & Asset Management. 1 P a g e

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1 JOB APPLICATION PACK Job Title: Directorate: Customer Experience Manager Housing Department: Property & Asset Management Location: Twickenham 1 P a g e

2 Dear Candidate Thank you for your interest in working for Thames Valley Housing. In this pack you find the Job Description and Person Specification for the role you are applying for. We encourage you to read the guidance notes and fill in the application form carefully. The criteria set out in the person specification contains all the competencies for this role and will be assessed at different stages of the selection process. Please see the guidance notes for further information on this. Thames Valley Housing is a user of the government s two ticks disability symbol, which recognises organisations that are positive towards disabled people. Disabled applicants who meet the short-listing criteria are guaranteed an interview. I hope that you find the job description interesting and decide to apply. I wish you success and we look forward to receiving your application form. Thames Valley Housing Recruitment Tel: recruitment@tvha.co.uk Web: 2 P a g e

3 CONTENTS Guidance Notes for Applicants.4 Job Advert 6 Job Description 7 Person Specification 11 Our Competency Framework 14 Appendix P a g e

4 GUIDANCE NOTES FOR APPLICANTS Before you complete your application Please read the job application pack before you apply online for the position - this contains all the information you need to decide whether the job is right for you. Read through the job description and person specification they are the best places to find out exactly what experience, skills and competencies you need to be successful in the role. The person specification highlights the competencies we want to asses as part of our recruitment process. Our competency framework is at the back of this pack. You ll need to prepare a CV we ask you to upload your CV as a Word document as part of our online application form. Completing your application When you re ready to apply, click Apply here at the bottom of the job advert for the position you re interested in and complete the online form. We ll ask you about your skills and competencies as well as your CV, we ll also ask you to upload a personal statement or answer some questions online about how your skills and experience match the essential criteria and competencies in the person specification. You ll need two good references - we will ask for contact details for your references in the online application, but we won t contact them until the offer stage. Your references should be: - Your current employer. If you are unemployed, this will be your most recent employer. This will be someone senior to you who can assess your work for us, not a colleague or friend at work. - A previous employer or someone with a senior role who can vouch for you. We ll ask you for some personal information to help us monitor diversity and equality the only people who will see this information are the HR team who will use it for equal opportunities monitoring purposes. It will be treated in the strictest confidence and does not form part of the selection process. 4 P a g e

5 What happens next? Assessments/Interviews Our Recruitment team will contact you a few days after the application closing date if your application has been short-listed. We will invite you to a competency-based interview, and ask you to complete some tests. These could be ability tests, written exercises, job-related tests, psychometric tests or IT tests. We will also let you know if you have not been shortlisted this time. Driving If the job needs you to drive, we will need to see your driving license. DBS check For some jobs we will need to carry out a Disclosure & Barring Service check. We ll say so in the job description if that s the case. Eligibility to work in the UK It s against the law for us to take on people who do not have the right to work here. If we offer you a job, we will ask you to prove this to us. We ll send you a list of documents you can use for this. Data Protection By law, we have to let you know that we keep the personal information about you that you put in a job application. When you sign and send an application in, we take this to mean that you are giving us permission to keep it, and to use it to get in touch with you, if we find a job we think would suit you in the following six months. Your Views We re happy to hear from you. We want to improve our recruitment, so please complete the Recruitment Survey. Getting in touch If you have any questions or problems at any stage of your application, please do get in touch with our recruitment team on recruitment@tvha.co.uk. 5 P a g e

6 JOB ADVERT CUSTOMER EXPERIENCE MANAGER Location: Twickenham Contract type: Permanent, full time Salary: 53,345 Hours: 35 hours per week Closing date: 4 February 2018 Interview Dates: TBA About Us Thames Valley Housing owns and manages over 15,000 homes across 39 local authorities. We have a diverse asset portfolio comprising social rent, market rent, leasehold, key worker and student accommodation. Our vision is for everyone to have the chance to build their lives from a base of a good home. Our mission is to provide good quality affordable homes and invest in communities. We love to build. Not just housing and communities, but skills and careers too. About the role Are you passionate about delivering an excellent repairs service to our customers? Will you lead on delivering our customer experience strategy to ensure customers have a positive and easy experience when they use their services. You will collaborate with internal and external stakeholders beyond traditional departmental lines to provide a one team approach across all end to end processes, with emphasis on the customer. You will manage 3 direct reports and 18 staff. You will develop your team to ensure they deliver a consistently high level of customer service with emphasis on resolving issues at the first point of contact and keeping customers updated along their service journey. Who we're looking for You will have a strong record of successfully instigating and implementing improvements that meet the needs of customers. You will be a confident manager with the ability to bring your team on a service improvement journey You will have outstanding communication and collaboration skills to allow you to achieve the outcomes for customers. You will be able to achieve the successful delivery of tasks and objectives by effectively managing others or taking direct action. You are able to inspire and motivate the team to achieve its greatest potential and have the ability to positively coach team members. You will establish performance regimes so each team member is clear on how they contribute to successful service delivery. 6 P a g e

7 Applying process: Please view the job application pack for the full job description and person specification. You will need this when you apply on line. JOB DESCRIPTION Job title: Directorate: Department: Location: Reporting to: Customer Experience Manager Housing Property & Asset Management Twickenham Head of Repairs Family tree (clearly showing the responsibilities for and to particular managers) Chief Executive Finance Director Corporate Services Director Housing Services Director Assistant Director of Property & Asset Mananagement Company Secretary Development Director Head of Repairs Customer Experience Manager Repairs Manager Repairs Support Manager Complaint s Coordinator 7 P a g e

8 Main purpose of the job To lead, develop and manage an excellent customer experience across responsive repairs. To deliver the customer experience strategy in relation to repairs. Work with the Head of Repairs on a day to day basis to resolve issues at a local level and feed into formal contract management processes. To implement change in order to align the service with user needs through collaboration with all responsive repairs stakeholders including the service transformation team. Shift the emphasis from being a contact centre to a proactive communication centre, where customers are kept informed about their journey. Assist with integrating internal and external stakeholders to provide a one team approach across all end to end processes, with emphasis on processes involving customers. Be the process owner for all responsive repairs, cyclical, planned, compliance and property inspection enquiries, extending beyond traditional departmental lines where necessary to capture the full end to end process. Implement monitoring and performance reporting regimes providing meaningful, forward-looking and real-time information from individual through to corporate performance. Develop and embed a high and consistent level of customer services across the department through all means of communication, placing an emphasis on proactively updating customers to minimise avoidable contact. Assess training needs in the team and oversee the delivery of a training programme. Responsible for managing 3 direct reports and associated staffing budget for 18 staff. Main contacts which the post holder has within and outside the organisation Customer Service Committee members TVH Executive, Directors, Heads of Service, Managers Staff, service users and peers within service providers Consultants involved in delivering the customer experience strategy Financial dimensions specifically attached to post: Manage staffing budgets for the Repairs Team and Complaints Co-ordinator. Develop a customer services training programme and manage the budget. Manage budgets relating to service improvements you are responsible for delivering Manage the compensation budget for the service areas under your control. Approval of repairs expenditure commensurate with your role. 8 P a g e

9 Principal accountabilities expected of the post holder Corporate leadership Participate in service improvement and delivery of customer services within the Property & Asset Management e Department. Participate in corporate projects to ensure a consistent approach to customer experience adopted across the business. Achieve corporate key performance indicators under your control, providing commentary where required. Participate in corporate projects which impact on the responsive repairs services and delivery of key outputs for the business. Represent the organisation externally when required. Responsible for ensuring data protection policy & privacy statements are adhered to including the sharing of personal and sensitive personal data. Develop and monitor delivery of training programmes relating to repairs and customer service in Property & Asset Management Department. Lead on complaints management and reporting, ensuring service levels are achieved Operational leadership Lead on the development of responsive repairs service Contribute to the review and development of services during re-procurement of services. Lead on the design, collection and analysis of transactional customer feedback in real-time across key services, using feedback to drive service improvements. Establish monitoring and reporting regimes to achieve improvements in service. Ensuring staff, including yourself, receive appropriate and relevant training relating to health and safety applicable to property management to ensure the business meets it legislative and statutory responsibilities and the safety of customers and stakeholders. Develop and maintain policies and procedures for your area of service, ensuring content and changes are communicated effectively. Report on the review of all policies and procedures within the department. Work collaboratively with service providers to achieve the most from relationships. Develop staff to create super users within the Repairs Team with responsibility for key service areas including, but not limited to; induction & refresher training, complaint resolution & management and technical & operational workflow management. 9 P a g e

10 Customer Service Management Responsible for ensuring all customer focused end to end processes across the department and outside are working well. Monitor and report on opportunities to avoid service failures and complaints, ensuring that where they do occur that they are resolved efficiently at a local level, within stated timescales and financial approval limits. Delivering improved efficiency and value for money across all areas of responsibility Work with the Policy & Performance Team to develop performance reporting to ensure there is greater accountability and visibility of performance information to all customer service areas, in real time. Develop effective performance management for all external contact centres deliverying services on behalf of TVH, to ensure stated service levels are achieved Ensure data integrity is improved and maintained, highlighting any issues that may affect delivery of services and/or value for money Put in place a staff development programme in line with corporate and team objectives, as identified through 121 s, team meetings and feedback. Ensure appropriate financial and fraud controls are in place and adhered too. To be the lead person on all internal and external audits within your service area. External profile Develop an external network to continuously improve customer service delivery within P&AM Represent TVH positively to the regulator, local authorities and stakeholders Other To carry out other duties as may be reasonably assigned from time to time by the line manager for this post, such duties to be compatible with the level of this job description. 10 P a g e

11 PERSON SPECIFICATION Role: Customer Experience Manager Knowledge, Experience & Skills A track record of delivering service improvements. Demonstrate a track record of delivering excellent customer service, using customer feedback and performance information to identify and deliver continuous improvements. Highly capable of establishing effective workflow monitoring and performance management regimes, using the information to develop individual responsibility and drive service improvement. Management of a team of customer facing staff. Developed training programmes and monitor delivery; including adherence to induction and refresher training requirements. A good communicator, with the ability to prepare reports and present to Board, Executives, staff and external stakeholders. Have the ability to collaborate with Directors, managers and staff in the business to negotiate, influence and communicate on complex matters in a clear and user-friendly way. Experienced in budget preparation, monitoring, management and forecasting. Have a sound understanding of value for money and the need to consider and demonstrate value for money when reviewing current services and evaluating options. Capable of engaging with staff, suppliers and stakeholder to redefine our repairs service offer to maximise customer satisfaction. A track record of establishing polices, procedures, systems and process to meet all requirements and maintaining up to date. Able to deal with complex issues, maintain relationships and deal with conflict. Able to make sensible distinctions and decisions based on differing priorities, experience and customer focus. 11 P a g e

12 Ability to work under pressure and respond quickly to changes circumstances and to tight timetables. Qualifications Desirable - Degree level qualification, or equivalent. Desirable - Professional memberships and/or accreditation of building / property related bodies Competencies Core to the role: Leading change Articulate and credible at senior level across the organisation, consistently delivering engaging and meaningful messages about the importance of procurement to the business. Influencing The ability to manage senior stakeholders, internally and externally, and confidence in dealing with and influencing senior colleagues, producing clear and non-technical advice on complex issues. Core to the organisation: Applied Thinking Makes use of relevant information to resolve problems, identify opportunities and reach appropriate solutions. Identifies new opportunities by evaluating performance from a range of information. Results Focused Achieves successful delivery of tasks and objectives by effectively managing others or taking direct action. Sets the performance framework for the organisation to meet corporate goals, achieve results and champions improvements. Planning and Organising Plans and organises work and activities to meet objectives whilst achieving quality and value for money. Structures plans to deliver key objectives while allocating appropriate resources. Initiative and Innovation Takes a creative approach to work by formulating new ideas or adapting existing systems in a new or unexpected way to create opportunities. Develops ways of capturing innovation and creativity across the organisation and delivers through others. 12 P a g e

13 Working Together Works co-operatively and flexibly across cultures and organisational boundaries to achieve shared goals. Creates a positive team working environment. Managing Relationships Builds and maintains relationships to achieve positive outcomes for the organisation. Extends networks and uses indirect influence to build relationships to achieve long term strategic goals. Continuous Improvement Looks for opportunities to improve (self, products and/or services). Creates an environment to foster continuous improvement. Customer Driven Provides an excellent customer service to all customers. Develops the strategy to meet the long term interests and aspirations of customers. Commercial Awareness Understands the relationship of operation issues to the wider business context. Defines and develops objectives to maximise the organisation s financial wellbeing Leadership (Developing and Managing people) Inspires and motivates others to develop confidence and capability to realise their full potential. Leads the organisation to deliver high performance. OTHER Strong IT skills Commitment to Equal Opportunities and Health and Safety LIVING AND DELIVERING THE CORPORATE VALUES Think Forward Question how we do things. Think Ahead. Innovate Think We Let s work together to achieve our shared goals. Think Openly Let s be transparent and true to our word. Think With Compassion Offer your time and support. Act with empathy and understanding. Think With Energy Be passionate about delivering great customer service and making things happen JD creation date: 07 December P a g e

14 OUR COMPETENCY FRAMEWORK What are Competencies and how are they used? A competency is an ability, skill, knowledge or trait that is needed for the successful performance of a job. It is often defined in terms of behaviours. Overall, competencies are a set of behaviours that an individual must possess in order to perform to the optimum level within that role. When used properly, and in conjunction with other working practices and procedures, competencies can ensure fairness, openness and equality in the way we recruit staff, select people for training, identify clear development paths and promote people. The Competency Framework contains a total of ten competencies and it is considered that to carry out a role at a particular level an individual should possess those competencies that are Core for that level. The depth of which these core competencies are required will vary according to each role. Core competencies are far broader in their application and apply to all jobs within TVH. This document details the core competencies which TVH recognises as necessary. The person specification highlights the competencies we want to assess as part of our recruitment process, but the following areas are important all of the time. 14 P a g e

15 Appendix 1 Name Definition Level Descriptors 1 Applied Thinking Makes use of relevant information to resolve problems, identify Leader Identifies new business opportunities by evaluating company performance from a range of information opportunities and reach appropriate solutions. Expert Sets Directorate/Departmental priorities by developing solutions to support the business plan Professional Recommends improvements to processes and services at a team level by analysing patterns and trends from information Vocational Solves basic problems within clearly laid out policies and procedures 2 Results Focused Getting things done Achieves successful delivery of tasks and objectives by effectively Leader Sets the performance framework for the organisation to meet corporate goals, achieve results and champions improvements managing others or taking direct action. Expert Sets the performance framework for the Directorate/Department to meet objectives, KPIs and continuously seeks improvements in delivery Professional Uses Directorate/Department objectives to identify team KPIs to drive service delivery and meet goals Vocational Takes responsibility for achieving individual objectives and contributing to team targets 3 Planning and Organising Plans and organises work and activities to meet objectives whilst Leader Structures the business plan to deliver key objectives while allocating appropriate resources achieving quality and value for money. Expert Develops project plans and identifies departmental activities and resources required to meet organisational goals Professional Delivers the project plan/departmental objectives to plan and budget Vocational Contributes to the team/project objectives by effectively setting own work plan and prioritising key tasks 4 Initiative and Innovation Takes a creative approach to work by formulating new ideas or adapting Leader Develops ways of capturing innovation and creativity across the organisation and delivers through others existing ideas in a new or Expert Plans and implements new ideas in the long to medium term and takes the lead unexpected way to create in delivering change within Directorate opportunities. Professional Develops and implements initiatives at a local level Vocational Addresses current opportunities by improving and adapting existing approaches 15 P a g e

16 Appendix 1 Name Definition Level Descriptors 5 Working Together Works co-operatively and flexibly Leader Creates a positive team working environment across cultures and organisational boundaries to achieve shared goals Expert Builds the team to deliver a high quality service Professional Involves others to work towards shared goals and objectives 6 Managing Relationships (Influencing, persuading and negotiating) 7 Continuous Improvement (Striving for Excellence) 16 P a g e Builds and maintains relationships to achieve positive outcomes for the Association Looks for opportunities to improve (self, products and/or services) 8 Customer Driven Provides an excellent service to all customers 9 Commercial Awareness Understands relationship of operational issues to wider business context 10 Leadership (Developing and Managing People) Inspires and motivates others to develop confidence and capability to realise their full potential Vocational Leader Expert Professional Vocational Leader Expert Professional Vocational Leader Expert Professional Vocational Leader Expert Professional Vocational Leader Expert Professional Vocational Works co-operatively with other members of the team and direct customers Extends networks and uses indirect influence to build external relationships to achieve long term strategic organisational goals Maintains networks and plans impact Builds positive and reciprocal relationships that benefit the Association Builds rapport with colleagues and direct customers/suppliers Creates a continuous improvement environment Drives Departmental activity to continuously improve systems and processes Delivers improvements at a team level Drives self to deliver results and aspirations Develops the strategy to meet the long term interests and aspirations of customers Champions and promotes the delivery of quality service to all customers Plans and organises delivery of customer service Delivers a high quality service Defines and develops TVH s commercial objectives to maximise the organisation s financial wellbeing Delivers the commercial objectives Understands the purpose and content of the Corporate business plan Demonstrates awareness of commercial aspects of the business Leads the organisations to deliver high performance Is a role model for effective leadership Supports team development Gives basic direction and instruction

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